Cancel DIRECTV

If you subscribe to satellite TV provider DIRECTV and are unhappy with the service or are moving somewhere DIRECTV is not available, you can cancel your service by calling the company. You can also cancel your DIRECTV NOW streaming service on the company’s website. Canceling your subscription will stop the company from charging you monthly payments, but you may be charged a cancellation fee and other, additional fees.

Steps

Canceling DIRECTV NOW on the Internet

  1. Log in to your account. By logging into your account, you’ll be able to access your services, preferences, and change your account settings. You’ll also be able to cancel your streaming service. To begin the process:
  2. Hit the “My Account” button. After logging into your account, you need to navigate your mouse to the My Account button. When you hit this button, you’ll see a variety of information about your subscription. In addition, you’ll be able to change certain aspects of your service.
    • Look in the top right of your browser screen.
    • The My Account button is to the right of the Help Center button.
    • You may need to click the Home button if you don’t see the My Account button.[1]
  3. Scroll down to “My Settings.” The settings part of your account is where you can change billing, contact information, and more. You’ll have to navigate through settings to cancel your plan.
    • Your settings will be below the “My Account Info” tab.
    • Settings will be above the “My Orders and Service Calls” tab.[1]
  4. Hit “Manage My Plan.” The manage my plan button will open several options regarding your DIRECTV subscription. In it, you’ll be able to make all sorts of changes regarding your plan and services. You’ll be able to:
    • Upgrade your services.
    • Downgrade your services.
    • Reactivate your services.
    • Cancel your services.[2]
  5. Cancel your plan. When you see the cancel button, hit it. This will result in the termination of your service. Remember, though, there might be specific information you need to consider before or when you cancel your plan. Consider that:
    • Cancelling may result in fees. This will occur if you signed a contract for a six or twelve-month plan and are still within that time. You may also be assessed a $15 cancellation fee.
    • Upon hitting cancellation, DIRECTV may offer you a promotional rate to continue services.
    • If you’re trying to cancel or some point in the future, like six months out, you may need to call and speak to a representative.[2]

Canceling DIRECTV by Phone

  1. Call DIRECTV. By calling, you’ll be able speak to a representative about canceling your subscription. Calling is the only way to cancel traditional service. In addition, when calling you may be able to get information about your account that is not available on the internet.
    • Call customer service at 1-800-531-5000.
    • You’ll likely have to hold 5 to 10 minutes, depending on when you call.
    • Consider calling during low call volume time, such as between 10am to 2pm on week days.
    • Follow the prompts of the automated system. They’ll direct you to representatives who specialize in helping customers who want to start, upgrade, downgrade, or cancel service.[3]
  2. Inform the representative you want to cancel. After waiting, you’ll be connected to a DIRECTV customer service representative. The representative will likely specialize in customer retention and will ask you questions and try to stop you from cutting off your service.
    • Be polite.
    • Tell the representative that you want to cancel your DIRECTV. For instance, say “I’ve decided that I no longer need DIRECTV service.
    • The customer service rep will ask you why you’re canceling. Be honest with them. If it’s because you’re switching to wired cable, tell them.
    • They may offer you alternative packages.[4]
  3. Ask the representative about important details. Once you’ve made it clear that you do indeed want to cancel, you need to ask the representative about any specifics related to your cancelation of service. These specifics will help you settle questions associated with no longer having service and settling your account.
    • Find out when your cancelation will be effective in terms of service. For example, will you lose service on the same day? In addition, find out when you will no longer be billed for service.
    • Inquire about the details of cancelation fees. This fee ranges from $15 to $250, depending on the amount of time left on your contract.
    • Inquire about the specific pieces of equipment you’ll have to return.
    • Ask if the representative can give you a preliminary account statement balance. This will address whether you owe money or if you have a credit on your account.[4]

Concluding Service and Sorting Out Your Last Bill

  1. Disconnect your DIRECTV equipment. After canceling, you’ll want to disconnect your equipment from your TV. By disconnecting the equipment, you’ll make sure you are ready to return it.
    • Make sure to disconnect all receivers and remotes and collect them together.
    • If you rented any other equipment, like a video recording device or an internet router, you’ll have to disconnect that as well.[5]
  2. Return your equipment. DIRECTV will inform you about how you can return your equipment. If you don't return it, you'll be assessed fees.
    • If you’re returning your equipment by mail, they may provide you with a return kit and instructions on how to prepare your return. Make sure you follow the instructions and pack your equipment correctly.
    • Depending on where you live, you may be able to drop your kit off at an ATT or DIRECTV location or affiliate near you. Search the internet, the DIRECTV website, or ask customer service if the company has a location near you.
    • You usually have 21 days to return DIRECTV's property.[6]
  3. Check your final bill. After you’ve returned your equipment, you’ll receive a final statement from DIRECTV. Your final statement will detail all charges and inform you of whether you need to make a payment to the company. The statement will detail:
    • Final service charges.
    • Charges associated with lost equipment.
    • Cancellation fees.
    • Credits to your account.[7]

Avoiding Cancellation Fees

  1. Time your cancellation. If you cancel at the right time, you may be able to avoid a cancellation fee. This will ultimately depend on your billing cycle, how long you've had your service, and when you're slated to renew your contract.
    • If DIRECTV informs you of a rate hike, they may also allow you to cancel your service without a fee. This often occurs in December.
    • Cancel at the end of your contract. If you cancel right before your contract is up, there either won't be a fee or it will be really small. Most contracts are one or two years long, so pay attention when renewal time comes around.
  2. Be polite. When calling to cancel, you should always be extremely polite to the customer service representative. This is important, as representatives (and their supervisors) may have discretion when it comes to waiving your cancelation fee.
    • Ask them how they are doing when they inquire the same of you.
    • Tell them "thank you" when appropriate.
    • Don't groan, complain, use profanity, or insult the representative.
  3. Inform the representative of the contract's language. If the representative denies your initial request to waive the fee, read them the contract. There is specific language in the contract which indicates that the company has discretion over whether it will assess a fee.
    • Read the most important clause to the representative. It reads: "you may be subject to an early cancellation fee if you agreed to a programming agreement with DIRECTV." This clause suggests that they do not have to charge you.[8]
  4. Escalate the call. If the representative says they're not allowed to waive the fee, escalate the call by asking to speak to their supervisor. The supervisor might have abilities that the initial representative did not.
    • Inform the supervisor that you enjoy DIRECTV's service and may sign up with them again in the future.
    • If they tell you they can't waive the fee, ask them to reduce it.
    • Inform the supervisor that the contract was confusingly worded.
    • Threaten to contact the Better Business Bureau or the Federal Communications Commission about DIRECTV's misrepresentation of its service contract.[9]


Tips

  • To avoid some hassle, say that you are moving out of the country and would like to cancel immediately.

Warnings

  • There is a fee for deactivating a customer's service. This is typically around $15.
  • If you cancel before your term of service (typically 12 to 24 months) has elapsed, you must pay a pro-rated cancellation fee. This fee may be as much as $480, depending on the type of programming package and equipment you have.
  • If you are moving, beware of services such as 1-800-DTV-MOVE (the correct number is 1-888-DTV-MOVE). The 888 number is valid, but the 800 phone number will put you in touch with a company that pretends to be DIRECTV. However, they are not. When you call the number, they will first ask for your personal information (phone number, address, etc.) and then they will try to sell you Dish Network and a Home Security system. You will also most likely get put on their mailing lists and they will probably sell your phone number. Instead, call DIRECTV directly.
  • DIRECTV likes to offer lots of free services. However, beware that the services will often automatic renew at the end of the free trial and you will then be billed for the service.

Related Articles

Sources and Citations

  1. ↑ 1.0 1.1 1.2 https://www.directv.com/DTVAPP/login/login.jsp
  2. ↑ 2.0 2.1 https://help.directvnow.com/hc/en-us/articles/210895546-How-do-I-cancel-my-DIRECTV-NOW-subscription-
  3. ↑ https://www.att.com/esupport/article.html#!/directv/KM1052968
  4. ↑ 4.0 4.1 http://www.tomsguide.com/faq/id-3174811/talk-human-directv-customer-service.html
  5. ↑ http://www.dbsinstall.com/PDF/DirecTV/DTV_HD_DVR_ComboGuide.pdf
  6. ↑ https://www.att.com/esupport/article.html#!/directv/KM1041943
  7. ↑ https://www.att.com/esupport/article.html#!/u-verse-high-speed-internet/KM1009556
  8. ↑ http://www.commonsensewithmoney.com/directtv-contract-without-early-termination/
  9. ↑ http://thoughtforyourpenny.com/2016/05/break-directvs-contract-free/
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